Profile of Morgan

Morgan Quality Assurance Analyst
5.0 (4 Reviews) 0 years experience USA
28.00$ /hr 70.00$ earned
Agile developmentBiomedical EngineeringCMMIOracleProduction ServersQuality AssuranceSecurity

Hi my name is Morgan Melvin and I am a Quality Assurance Analyst at Coinbase.com. I have been in my role for 2+ years now ensuring the site receives proper automation, debugging, and automated testing to fix all errors/bugs the servers might encounter.

We work closely with the software engineering team testing their code and communicate with them on a daily basis on any flaws, upgrades, or de-bugging that needs to occur.

Please message me if you’d like to learn more about working at Coinbase and I will be more than happy to assist you. Thanks.

Work Experiences

  • Quality Assurance Analyst

    Coinbase.com

    February 2015 - Now

    -Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams as a senior domain expert
    -Operationalize and standardize new and existing policies, processes and procedures by reviewing QA scorecards and structuring appropriate training material.
    -Train and mentor support analysts and vendor agent teams in onshore and offshore locations; conduct train-the-trainer certification and classroom evals for vendor teams.
    -Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
    -Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes
    -Communicate with internal and external stakeholders in an effective, organized, and empathetic manner.
    -Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects.
    -Helps upkeep knowledge management material and process updates for their domain
    -Utilize data to provide insights and recommended action plans to improve program QA
    -Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

  • Retail Store Associate

    CVS

    June 2012 - January 2014

    -Providing differentiated customer service by anticipating customer needs, demonstrating compassion and care in all interactions, and actively identifying and resolving potential service issues
    -Focusing on the customer by giving a warm and friendly greeting, maintaining eye contact and offering help locating additional items, when needed
    -Accurately perform cashier duties – handling cash, checks and credit card transactions with precision while following company policies and procedures
    -Maintaining the sales floor by restocking shelves, checking in vendors, updating pricing information and completing inventory management tasks as directed by store manager
    -Supporting opening and closing store activities, when needed
    -Providing customer support to all departments, including photo and beauty, ensuring departments are fully stocked and operational while remaining current with all updated services and tools
    -Assisting pharmacy personnel when needed, including working regular shifts in the pharmacy as part of opportunities for growth and career development
    -Embracing and advocating for new CVS services and loyalty programs that support our purpose of helping people on their path to better health

Education

  • Bachelor of Arts (B.A.), Computer Science

    University of Tennessee

    March 2011 - January 2015

Reviews

  • 30 minute session

    14.00$ February 02, 2019

    This is the first time working with him. We found him very cooperative, knowledgeable & well versed. Hopefully work with him again.

  • 30 minute session

    14.00$ January 20, 2019

    Terrific person to talk to about working at Coinbase. I'm a big fan of the crypto world and have been using the Coinbase app to buy/sell crypto when BTC <1K. Living in SF, there are TONS of crypto companies popping up but Coinbase has been my favorite of all-time. I've been trying to connect with someone working at the company for quite some time now and haven't had much luck =/. I'm so glad I got to meet and connect with Morgan and talk to him about working at the company and the awesome benefits the firm provides. Definietly interested in applying to the company now!

  • 60 minute session

    28.00$ January 24, 2019

    Gained lots of insight and learned more about the company's culture from him. He also was helpful and shared his thoughts on what to put on my resume in order to improve my chances of selection. He even connected me with others within the company and I got to add him and them on LinkedIn.